Moana Wilkinson
Central Coast,New South Wales
Summary
A seasoned project manager with a focus on artificial intelligence, Possessing a proven record of successfully steering complex AI initiatives from inception to completion. Specializing in facilitating collaboration across diverse teams, my expertise ensures the seamless execution of projects in this rapidly evolving field. I am deeply passionate about continuous learning. Thriving in challenging environments, I view obstacles as opportunities for professional and personal growth, consistently applying my proficient problem-solving skills. I am dedicated to creating inclusive workspaces that foster collaboration, a factor pivotal to achieving project objectives and building cohesive, motivated teams.
Overview
14
14
years of professional experience
Work History
Project Manager
Appen Holdings Pty Limited
11.2020 - Current
- Orchestrated end-to-end execution of AI projects, ranging for $10k to $1mil+, ensuring on-time and successful delivery.
- Led cross-functional teams, aligning technical, crowd and recruiting specialists, engineers, and linguists to achieve project goals.
- Managed project timelines, budgets, and resources, optimizing workflows for efficient project delivery.
- Conducted risk assessments and implemented mitigation strategies to proactively address project challenges.
- Facilitated clear communication between management, technical and non-technical stakeholders, ensuring project alignment.
- Directed data quality and annotation efforts, ensuring the creation of high-quality datasets for machine learning models.
- Implemented project management methodologies and tools for progress tracking and workflow optimization.
- Provided leadership and guidance to project teams, fostering a collaborative and productive work environment.
Operations Compliance & Complaints Specialist
Prospa Group Limited
04.2019 - 11.2020
- Manage and resolve complex internal and external complaints.
- Escalation point for difficult customers for the Operations Team Leaders.
- Identify a customer's needs or expected outcome to resolve their concern or complaint.
- Provide fair and balance decisions for customers and the business.
- Liaise with the Australian Financial Complaints Authority (AFCA) and other external financial bodies.
- Draft legal documents and deeds.
- Investigate and collate information of suspicious accounts, fraud claims, and complaints.
- Conduct root cause analysis on complaints to identify underlying issues and drive change and improvements.
- Enhance customer experience and business processes through insight, support and training.
- Recommend and support the development f training modules related to complaints.
- Prepare and distribute complaint reports to relevant stakeholders.
- Provide feedback and support Operational Team Leaders regarding agent compliance breaches.
- Liaise with key business stakeholders including Legal, Corporate Affairs Risk Marketing and Credit as required.
Settlement Officer
Prospa Group Limited
09.2018 - 04.2019
- Enhanced client satisfaction by efficiently managing settlement transactions and addressing concerns promptly.
- Streamlined the settlement process for quicker turnaround times, improving overall efficiency.
- Collaborated with Credit, Managers, and other internal stakeholders, to ensure accuracy and compliance in all documentation related to settlements.
- Reduced errors in settlement documents by implementing a thorough review process before final submission.
- Managed high-volume workloads, prioritizing tasks to meet tight deadlines and maintaining attention to detail.
- Assisted in training new team members on company policies and best practices for effective settlements management.
- Prepared accurate reports detailing the progress of each case, facilitating improved decision-making among stakeholders.
- Balanced multiple priorities while maintaining high-quality service levels by effectively allocating resources and managing time constraints.
- Adhere to strict team KPI's and SLA's
Senior Customer Service Officer
Fleet Choice Pty Ltd
12.2017 - 09.2018
- Enhanced customer satisfaction by consistently providing prompt and accurate resolutions to inquiries and concerns.
- Implemented new training programs for junior customer service officers, leading to improved performance levels.
- Streamlined communication channels between departments, resulting in faster resolution times for customer issues.
- Developed and maintained a comprehensive knowledge of product offerings, allowing for more effective issue resolution.
- Manage, prioritise and delegate the daily workload between, Settlement and Credit application and customer inquiries.
- Answer and resolve customer complaints.
- Create and review Fringe Benefit Reports for employers and customers.
- Process account renovations of customers transferring employers or account management companies.
- Customer and employer account reconciliations.
Sales Support Associate & Sales Support Trainee
Fleet Choice Pty Ltd
07.2015 - 12.2017
- Reconcile daily transactions and allocate funds to relevant customer accounts.
- Verify customer reimbursements lodged online and received via email.
- Answer and respond to customer inquiries received via phone and email, ensuring all emails are responded to within 24-48 hours of being received.
- Process payments for vehicle registrations, insurance, CTP, car servicing, fuel, etc. whilst managing funds from the appropriate accounts.
- Generate finance documents for across several financiers including St George and Macquarie.
- Collect settlement documents and assemble Settlement Packs for financiers.
- Adhere to individual and business KPI's and SLA's.
- Liaise with the sales consultants and process administration requests.
Service Desk Supervisor & Admin Officer
Coles Supermarket Wyoming
10.2009 - 06.2016
- Open and close the store, including cleaning, cash draw reconciliation and preparing the story for the following business day.
- Resolve or delegate customers and team's members questions and requests.
- Manage the daily roster.
- Direct and supervise team members.
- Validate incoming stock and order service supplies and equipment as needed.
- Answer telephone calls promptly and actively listen to customers questions and direct as needed.
- Trained mentored, and supervised a team of service desk attendants for optimal performance and productivity.
- Ensure customer efficiency and satisfaction.
- Replenish stock and maintain store and stock presentation.
- Finalise cash and EFTPOS purchases.
- Greet customers in the store and assist customers to locate items.
Education
Business Administration Certificate III -
Arc Group
07.2016
Retail Services Certificate II -
Skill Up Australia
04.2015
High School Diploma -
Henry Kendall High School
07.2012
Skills
- Project Management
- Procedure Development
- Financial Administration
- Work Flow Planning
- Root Cause Analysis
- Document Management
- Risk Management
- Schedule Management
- Strategic Planning
- Project Planning and Development
- Customer Relations Specialist
Timeline
Project Manager
Appen Holdings Pty Limited
11.2020 - Current
Operations Compliance & Complaints Specialist
Prospa Group Limited
04.2019 - 11.2020
Settlement Officer
Prospa Group Limited
09.2018 - 04.2019
Senior Customer Service Officer
Fleet Choice Pty Ltd
12.2017 - 09.2018
Sales Support Associate & Sales Support Trainee
Fleet Choice Pty Ltd
07.2015 - 12.2017
Service Desk Supervisor & Admin Officer
Coles Supermarket Wyoming
10.2009 - 06.2016
Business Administration Certificate III -
Arc Group
Retail Services Certificate II -
Skill Up Australia
High School Diploma -
Henry Kendall High School
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